October 28 2014

Safelite AutoGlass Helps Temkin Define “Six D’s of a VoC Program”


Renee Cacchillo, Safelite Senior Vice President of Customer, Brand & Technology
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Text analytics play a huge role in our effort to be a customer-driven company that listens and acts on customer feedback. We partnered with Ascribe last year, using their software to create a better Voice-of-the-Customer (VoC) program. Applying the text analytics software to the 500,000 Net Promoter Score surveys we collect each year, we can make better sense of customer feedback and make operational changes that will improve the customer experience.

Safelite AutoGlass’s VoC efforts are described in recent an Insight Report from Temkin Group, a consulting agency focused on the customer experience: “Case Studies in Text Analytics.”



VoiceOfCustomer

In this report, Temkin Group identifies the Six D’s of a VoC Program:
1. Detect
2. Disseminate
3. Diagnose
4. Discuss
5. Design
6. Deploy

Thanks to our VoC program, we’ve been able to begin uncovering impactful customer insights… with a very small team.

What do you think of the Six D’s of a VoC Program? Will they help your business improve its customer experience?

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